Senior Manager, Partner Strategy & Operations

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Opportunity

ServiceNow is looking for a Senior Manager, Partner Strategy & Operations to own the operational rhythm and execution quality of AMS Global Partner & Channels. Your job is ensuring that forecasting, deal reviews, pipeline health, and performance management practices are executed consistently, work together seamlessly, and give leadership real-time visibility into the business. You'll be on point as the operational lead for our largest hub, ensuring consolidated forecasting and hub-level coordination run with precision.

What You'll Own

Operations Strategy & Support (60%)

Your Role: You oversee the consistent execution of AMS GPC's forecasting, deal management, and performance management practices. The Center of Excellence (COE) Practice Lead designs and rolls out these practices across the organization. Your job is ensuring all teams execute them consistently, all pieces work together within a unified rhythm, and leadership has real-time visibility into the business.

• Forecast execution & quality: Coordinate weekly forecast submission, validation, and rollup. Ensure forecasts are clean, submitted on time, and accurate. Audit data integrity and flag risks or discrepancies, including pre-buy burndown forecasting.

• Deal review execution: Ensure deal review sessions happen consistently across all teams, follow the agreed-upon standards, and surface the right insights. Audit execution consistency and recommend adjustments.

• Pipeline health monitoring: Roll up of pipeline composition, stage velocity, and sourced vs. sell-through metrics across all teams. Identify risks, stalled opportunities, and pull-in candidates. Surface early-warning signals to leadership.

• Performance management cadence: Coordinate rhythm of quarterly and annual performance management—MBO setting, attainment tracking, and rollup reporting across all teams.

• Systems & data coordination: Work with the Data & Systems team to ensure operational requirements are met—dashboards are accurate, planning tools reflect reality, and data flows correctly. Audit technical delivery and flag issues.

• Practice execution oversight: Monitor how forecasting and deal review practices are being executed across all teams. Work with the COE Practice Lead to identify execution gaps, coach teams, and ensure consistency. You're the quality auditor, not the practice designer.

• Operational audits & escalation: Weekly validation of operational health (forecasts submitted? Data clean? Processes followed?). Catch errors before they hit leadership. Escalate issues and drive corrective action.

Global & Regional Hub Operations Support (40%)

• Consolidated forecasting: Collect, validate, and consolidate forecasts from sub-leaders within the hub into a unified hub forecast. Identify risks and discrepancies before they escalate.

• Hub-level dashboards: Own the consolidated operational view—pipeline health, deal velocity, performance tracking, partner attainment. Provide hub leadership with real-time visibility.

• Weekly operational rhythm: Run weekly operational check-in with hub leadership to review consolidated forecast, flag issues, and maintain discipline.

• Pre-buy burndown forecasting: Track pre-buy inventory and forecast burndown velocity across the hub. Identify early if the hub is on pace to meet targets or at risk.

• Partner attribution & audit: Ensure consistent deal coding across all teams within the hub. Audit sourced vs. sell-through classification and catch errors before they affect forecasting.

• Hub attainment tracking: Consolidate monthly and quarterly attainment. Flag risks and celebrate wins.

Key Relationships

• Head of AMS GPC Business Operations: Weekly sync on operational health, risks, and improvements.

• Data & Systems Manager: Define operational requirements; they execute systems/data delivery.

• Center of Excellence (COE) Practice Lead: Collaborate on practice rollout and execution consistency. They design and roll out practices; you audit execution and ensure consistency.

• Hub Leadership: Weekly operational partner managing consolidated forecasts, hub dashboards, and risk escalation.

• Field Business Partners: Support them with operational infrastructure, answer questions, escalate systems issues.

• AMS GPC Leadership: Provide operational visibility—forecasts, pipeline health, performance metrics.

Qualifications

What You Bring

Required Experience

• 8+ years in sales operations, revenue operations, or similar operational roles at scale.

• 3+ years overseeing execution of forecasting processes, deal management cadences, or performance management infrastructure across multiple teams and geographies.

• Deep expertise in sales forecasting, deal review processes, and pipeline health. You know what 'clean' means and how to enforce it.

• Experience with complex, multi-route-to-market go-to-market models. Partner channels or hub-and-spoke organizations are a plus.

• Strong analytical mindset. You can pull data, spot patterns, identify root causes, and recommend process improvements.

• Advanced proficiency in Excel, data analysis, and BI tools (Tableau, Power BI, Looker, or similar).

• Experience with planning/forecasting tools or ability to learn quickly.

• Proven ability to influence without direct authority and drive adoption of processes across teams.

• Cross-functional collaboration skills. You've worked with Finance, IT, Sales Leadership, and other teams.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

Preferred Qualifications

• SaaS enterprise sales operations experience.

• Familiarity with enterprise software platforms and CRM systems.

• Track record scaling processes from manual to systematic and automated.

• Experience with partner/channel sales teams and multi-geography dynamics.

• Demonstrated ability to design and audit operational quality.

• Experience presenting operational insights to senior leadership.

Character Traits

• Obsessed with clarity. You communicate complexity simply and make standards easy to follow.

• Relentlessly detail-oriented. You care about accuracy—data must be trustworthy, processes must be followed, and errors caught early.

• Systems thinker. You understand how forecasting, pipeline health, deal reviews, and performance management all connect.

• Execution-oriented. You implement, audit, and iterate. You own outcomes.

• Collaborative and curious. You ask great questions, listen to feedback, and build strong relationships.

• Resilient and adaptable. You handle changing priorities without losing momentum.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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